Part of a brand’s reputation isn’t just about the issues that customers experience. Now that you have a firm grip on what reputation PR is and why you need it, let’s look at examples of brands that got it right. Using a solution like Meltwater, corporate communications experts can gauge how certain brand management tactics might affect public perception.

Compared and analyzed campaign periods and used the data to prove marketing ROI to stakeholders. The good news is that benchmarking with what your competitors are doing to support their brand reputation is a great way to show that value and justify your strategy. Gartner research says that 68% of consumers now best reputation builder for business frequently wonder whether the content and information they see online is even real. According to ReviewTrackers, 45% of consumers say they’re more likely to visit a business that responds to negative reviews. Cryptiony used Brand24 to monitor both their brand mentions and keywords like ‘cryptocurrency tax.’ Within two years, their monitored reach grew 500×.

Implement brand safety guidelines

By downloading this guide — you are also subscribing to the weekly G2 Tea newsletter to receive marketing news and trends. The leading online reputation management solutions mentioned here make staying visible (responsive), and in control easier without chasing reviews or bouncing between platforms. On implementation complexity specifically, NiceJob is the standout across the whole list. Birdeye is a close second; users repeatedly called it “easy to use” and “straightforward,” with most features accessible without a steep learning curve.

How your employees conduct themselves online and in person also impacts your brand’s reputation. Agorapulse offers basic reputation management features in a more accessible package for smaller organizations. You can use it to set up automated responses for common questions, route messages to team members with relevant expertise, and measure response performance with built-in analytics. This could be Google, Yelp, or industry-specific platforms or directories like Tripadvisor, Angi, or G2.

Build Authority Influencer & Content Marketing Increases reach and credibility by amplifying authentic voices and sharing stories that position your brand as a key opinion leader. Measure Perception Audience & Sentiment Analysis Tools Researches tone, reach, and engagement to show how people feel about your brand and where sentiment is shifting. Brand management firms like Meltwater put advanced industry tools to work for clients.

How can you create your management philosophy, master the ability to make an impact beyond your business and make it work for you? In 2025 — brands will prioritize supply chain transparency to meet consumer demands for ethical practices and sustainability while complying with stricter regulations. This focus addresses consumer demand for impactful change, showcasing accountability and innovation while aligning with societal expectations for measurable environmental and social progress.

Care about delivering exceptional customer experience for your buyers? A seamless, positive customer experience can actually shorten the time it takes to make a purchasing decision. Reports suggest 73% of people see customer experience as a key factor in their purchasing decisions.

Advantages of Having a Robust Brand Reputation

A brand’s reputation is shaped not only by what you say about yourself — but also by what customers say about you. A good reputation can be more persuasive than any ad campaign, especially as the impact of influencer marketing on consumer behaviour continues to grow. Quick responses (clear communication), and a willingness to make things right can turn a frustrated buyer into a loyal advocate. The strongest brands aren’t just known for what they sell, but for how they operate, how they treat customers, and how they respond when things go wrong. Brand reputation is the way people perceive your company based on their experiences (what they’ve heard from others), and how you show up in the market. The key is prioritizing customer advocacy and proactive online reputation management.

Purchase decisions are affected by trust

For example (you can create videos that showcase your brand’s values), mission, and positive impact on customers, employees, or the community. When you search for the brand’s name on Google — you’ll see results that point to its homepage, news from its website, and top stories from third-party sites. Effective online reputation management (ORM) is essential for any business looking to compete in the online or digital landscape. Let’s explore why online reputation management is so important and how to create a strategy that ensures your business remains resilient against potential threats to your brand image. Creating an online reputation management strategy can help your brand deal with or prepare for negative attention.

From social media management and landing page creation to online review gathering and audience analytics, Mailchimp provides the resources you need to manage your brand’s online presence. This proactive approach to online reputation management helps businesses maintain a positive brand image and build trust with their audience by demonstrating responsiveness and accountability. By regularly monitoring review sites, social media platforms, and other online channels, businesses can quickly respond to reviews, address customer feedback, and protect the brand from any misinformation or negative press that may arise. Monitoring online reviews and mentions is essential for staying informed about what consumers are saying about your brand online. With so many people shopping and researching products and services online, the right tools can help you build an online identity that consumers are proud to do business with. Monitoring customer feedback channels such as online reviews, social media comments, and customer service interactions can help you identify common themes, sentiment trends, and areas of concern.

A good review response should be personalised (addressing the customer by name if possible), and reflect genuine appreciation for their feedback. The aim is to encourage guests to share their genuine experiences in a way that also feeds directly into SGE’s demand for specificity and personalisation ” can guide guests to provide reviews that highlight this key aspect of your hotel. Say you’re a general manager of a hotel, and one of your unique selling points is your proximity to a popular tourist attraction. The car dealership can then analyse the responses for trends to steer the direction of their service.

Listen lets you discover trends of what people are saying about your brand (products), and competitors in real-time so that you can react faster. Brandwatch’s Listen module is powered by Brandwatch and monitors brands across 100 million online sources. It solves critical problems for brands who want to lead on social media. The practices of online reputation management are the same (whether you are looking at your own name online), or whether you are focusing on your business reputation.

When wielded correctly — online reviews can quickly become powerful brand reputation management tools, providing a significant jolt to customer confidence and trust while sharpening your competitive edge. A prompt, measured feedback response plan is essential for cultivating brand loyalty and heading off online reputation crises before they snowball. Even if the issue is beyond resolution or not something you can tend to immediately — it’s critical to show you’re paying attention and prioritizing people’s concerns. At the very least, this process puts your marketing team in the know and helps prevent costly online surprises that can eat up your brand’s reputation. While these “best practices” aren’t always foolproof, they can provide your brand reputation management efforts some much-needed firepower in a volatile and unpredictable online environment. Social media platforms, review sites and search results all have a noticeable impact on the reputation equation, but how they ultimately come together to shape your company’s image and status among stakeholders is often a big question mark.

Reputation.com offers an AI-powered platform for enterprise reputation experience management. The platform aggregates reviews from 100+ sites and provides detailed analytics. The platform serves large organizations needing comprehensive monitoring with PR measurement. Each serves a distinct use case — so the “best” choice depends entirely on your specific situation. The tools below were selected based on review site coverage, social monitoring capabilities, ease of use, and integration options.